Client and Customer Experience Manager

BikeExchange North America is looking to hire a new client and customer experience manager for our growing eCommerce and logistics business. He/she is responsible for onboarding new clients as well as maintaining strong business relationships with existing clients and customers. He/She reviews pricing and marketing strategy and conducts business reviews with clients. He/She coordinates with various departments for new contracts, programs, or service initiatives and ensures that the implementation is carried out for clients. He/She handles client and customer communications, engaging directly with all of our partners to maintain a great experience.

AREAS OF RESPONSIBILITY

• Manage communication with eCommerce and shipping clients, and customers through chat, text, and email
• Manage Preferred Partner relationships
• Contact retailers to manage inventory and product inquiries from customers
• Assist personnel with technical issues related to client’s system and inventory integrations
• Identifying areas of optimization to support clients and customers
• Problem-solving with operations team
• Provide customer support, and answers to bike-specific questions
• Process and oversee refund and dispute resolutions
• Provide great customer service; cooperate and build positive, inclusive, and respectful relationships; take accountability for your actions and outcomes

REQUIREMENTS

• 2 years of customer/client service experience
• 2 years of operations experience
• Must have excellent written and verbal communication skills with customers and employees
• Associate’s degree or 2 years of equivalent experience, preferably in operations and customer service
• Bike industry experience, or advanced knowledge required
• Proficient in Google Workspace
• Knowledge of CRM such as HubSpot or Salesforce preferred
• Familiarity with Zendesk (or similar) communications management services preferred
• Strong analytical and organizational skills
• A clear communicator with excellent verbal and written communication skills
• Ability to work under pressure
• Ability to handle multiple tasks simultaneously and meet designated deadlines
• Ability to work collaboratively as part of a team and independently with little supervision
• Strong computer skills; capable of toggling between multiple programs and providing basic support functions and feedback
• Inquisitive nature, attention to detail, diligence, and a good attitude

Compensation, Benefits, & Reviews:

This is a salaried position, with the expectation of a 40/hour workweek. Starting salary is dependent on work experience, and is competitive. Company phone and computer provided. The position will be based in our headquarters in Asheville, NC, but there is opportunity for some remote work after a probationary period is completed.

Reviews will be set after 90 and 180 days (6 months) to review performance and help redefine job roles and responsibilities.

Benefits, including healthcare, 401k and retirement options, PTO and sick leave, become available after 90 days of employment.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Health/Dental/Vision insurance
• Paid time off
• Parental leave